Case Study - Strategy & Advisory
Defining services as a key to optimising IT operations.
Adopting best practices to ensure great service outcomes.
The context
Our approach
The results
Transurban was committed to delivering great IT Services across its business but was struggling with complexities due to scale. For that reason, they enlisted the expertise of Alyve to deliver a project focused on defining and developing its catalogue of IT Services. Transurban was seeking a comprehensive optimisation of IT services, platforms, applications, systems, and user processes.
Drawing from our experience and proprietary models, Alyve were able to rapidly gain the confidence of technical and business stakeholders and build buy-in.
Our approach and engagement made it easy for the business to understand the services that IT provides, and how they can be accessed. For the IT teams, the service catalogue helped to clarify roles and responsibilities in IT delivery, as well as service delivery dependencies and user touchpoints.
Following completion of the catalogue, further work was undertaken to implement an optimised customer experience, including a redesigned service portal using ServiceNow. This involved creating a logical structure, implementing search and filtering functionalities, and incorporating intuitive navigation elements. We aimed to make it easy for Transurban employees to access the catalogue, locate specific services, and retrieve relevant information efficiently.
Upon release, the service catalogue received full endorsement from the executive committee at Transurban. This endorsement served as a strong mandate for change and validated our approach in optimising technology to better align with the organisation's strategic objectives.
This catalogue now serves as a solid foundation for delivering leading and effective services within the organisation.